Manager, Knowledge Systems & Automation

SurveyMonkey

Remote
Base: $101,150 - $119,000 py; bonus/equity: bonuse...
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5+ years in knowledge management or technical documentation
Proficiency in zendesk guide and salesforce
Experience with conversational ai platforms like ada or intercom
** SurveyMonkey is seeking a Manager for Knowledge Systems & Automation to lead self-service strategies across their Help Center and customer-facing chatbot. The ideal candidate will have extensive experience in knowledge management and be skilled in information architecture, AI readiness, and content lifecycle management. **

Job Summary

  • The role involves designing and running the information architecture that powers AI-driven support across SurveyMonkey's Help Center and chatbot.
  • Candidates will lead a team to optimize intents and flows, balancing automation with human support to reduce transactional contacts.
  • SurveyMonkey offers a competitive benefits package including medical, dental, vision, life insurance, and a 401(k) retirement plan.

Matching Summary

Match Score: 75

** SurveyMonkey is seeking a Manager for Knowledge Systems & Automation to lead self-service strategies across their Help Center and customer-facing chatbot. The ideal candidate will have extensive experience in knowledge management and be skilled in information architecture, AI readiness, and content lifecycle management. **

Salary

Base: $101,150 - $119,000 per year; Bonus/Equity: Bonuses and commissions may be offered; Benefits: Medical, dental, vision, life, disability, 401(k), PTO, and flexible spending accounts

Skills & Requirements

Must-have

  • 5+ years in Knowledge Management or Technical Documentation
  • Proficiency in Zendesk Guide and Salesforce
  • Experience with conversational AI platforms like Ada or Intercom
  • Strong Information Architecture and taxonomy skills
  • Hands-on leadership of technical writers and designers

Nice-to-have

  • HTML/CSS and templating experience
  • Analytics tools for tracking user behavior
  • AI operations and RAG workflow development
  • Player-coach management style
  • SaaS industry background

Key Requirements

  • 5+ years experience in Knowledge Management or Content Strategy
  • Proven track record owning a Help Center or self-service function
  • Experience managing content lifecycle and quality assurance processes

Work Rights

Not specified

Tailored Resume

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